Overview

Find your belonging by being a part of our supportive and collaborative work environment that encourages growth and fosters success. Join our Guest Services department as a Guest Experience Champion! Our employees are Experience Curators who are professional memory-makers, creating personalized guest experience from start to finish. Experience Curators craft meaningful, over-the-top experiences that wow our guests time after time. Our Vision for our team members: Be a part of the opening team of OKANA Resort & Indoor Waterpark, where your career aspirations meet a world-class destination Contribute to our distinctive atmosphere and foster your personal and professional growth An individual committed to creating exceptional guest experiences Be appreciated for what you bring to the team Learn and grow with a company that values its associates Why OKANA: Competitive wages People-first culture Health insurance Retirement savings Growth opportunities Paid time off Festive environment Perks & discounts About the role The Guest Experience Champion is responsible for monitoring, analyzing, and responding to all forms of guest feedback, including online reviews, social media comments, and internal guest satisfaction channels. This role serves as the voice of the guest across departments and ensures that feedback is acknowledged, shared with relevant teams, and used to drive continuous improvement. The ideal candidate will be both analytical and empathetic, with a passion for hospitality, storytelling, and protecting the brand’s online reputation. What you will be doing: Have knowledge of the Hotel’s daily operations, banquets, meeting room rates, functions of the day, hours of operation and surrounding area. Maintain work areas clean and organized. Log all activities including guest comments. Provide information to guests about the local area to include directions, places to eat, attractions, transportation, shows and childcare. Report all unsafe conditions immediately. Respond to requests from guests for assistance and information. Communicate special events, guest needs and other items of interest to employees. Deliver messages for guests. Ensure that food presentation is stocked, fresh, and presentable. What you bring to the role: High School diploma: some college preferred. Excellent communication skills; engaging personality to interact with guests, resort associates, and local businesses. Fluent in English; able to speak, read, and write. Previous experience in a Customer Service role required. Computer proficiency in Microsoft 365 and Versa (resort property management system). OKANA Resort is part of Pyramid Global Hospitality, a leading hospitality company that offers career opportunities and has a steadfast commitment to putting people first. Pyramid Global Hospitality is an Equal Opportunity Employer Note: This document describes the general nature and level of work required of people in the job. It is not intended to be an all-encompassing list of responsibilities, duties, and skills.